Technical Writer - API Documentation

- Assist in enhancing LightEdges documentation and training ecosystem by developing and maintaining comprehensive documentation. - Create and revise process documentation, standard operating procedures (SOPs), runbooks, responsibilities matrices, RACI charts, service/process overviews, knowledge base articles, and customer-facing technical content as required. - Collaborate with Engineering, Operations, and Product teams to document LightEdge services and platforms, detailing provisioning steps, dependencies, SLAs, escalation paths, monitoring/maintenance expectations, and support workflows. - Work with the Education Services team to generate content for technical training courses, job aids, onboarding materials, and assessments (including materials suitable for SCORM packaging and delivery through an LMS). - Define and uphold documentation standards, including style guides, formatting guidelines, versioning practices, and review workflows to maintain consistency, traceability, and quality across all documentation. - Conduct interviews with engineers, architects, operations staff, trainers, and support teams to extract accurate information and transform it into user-friendly written materials, diagrams, and process flows. - Adapt complex technical information into content suitable for various audiences (e.g., NOC/SOC, support staff, implementation teams, partners, or customers) while maintaining precision. - Manage and improve documentation tools and repositories (e.g., SharePoint, Confluence, ServiceNow Knowledge, LMS), ensuring that content is searchable, logically organized, access-controlled, and aligned with Knowledge-Centered Service (KCS) practices where applicable. - Monitor and coordinate updates related to product and service changes, audits, compliance requirements, and operational adjustments; ensure documentation remains aligned with the official service catalog and training curriculum. - Review and edit content produced by technical teams for clarity, structure, flow, and adherence to established standards; mentor contributors on effective documentation practices. - Support Support, Product, and Marketing teams with technical content needs (e.g., diagrams, process flows, FAQs, and service descriptions), primarily to ensure technical accuracy and alignment with current services and operations. - Identify documentation gaps, duplications, and process inefficiencies; propose and implement enhancements to reduce knowledge silos, shorten time-to-competency, and boost operational efficiency.